Complaints

This profile includes complaints for Enterprise Rent-A-Car's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Enterprise Rent-A-Car

  600 Corporate Park Dr Saint Louis, MO 63105-4204

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  102 Belvidere St Boston, MA 02199

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  26 New St Cambridge, MA 02138-1219

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  179 Chief Justice Cushing Hwy Cohasset, MA 02025-1203

• 

  Enterprise Rent-A-Car Company of Boston, LLC

  18 Cochituate Rd Framingham, MA 01701-7915

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned a rental car to *** Hudsons collision center on 3/5. There was not a *** from enterprise to accept the vehicle, so I handed the keys over. The vehicle had been refueled and returned in the same condition I rented it in a few days prior. Today, I received a letter claiming there was damage to the car and that I need to provide insurance info or a credit card. I emailed an attempted to call but their hours dont align with my schedule. There was zero damage to this vehicle when I dropped it off.

  Business Response

  Date: 03/20/2025

  Thank you for the opportunity to respond. Notwithstanding the foregoing contractual obligations, management has decided to close this file. We hope that our diligent efforts to resolve and address this matter have demonstrated our commitment to customer service.

• Initial Complaint

  Date:03/10/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 10th , 2025 We had a reservation to rent a car through enterprise which insurance had paid for. They did not release the car to us.This caused huge disruption in our day to day life. This has been on schedule for over a month and paid for. The gentleman told us we were too early to pick up the rental car and it would be ready at 10am. We got a call around 10:30 to pick it up. We politely said we will pick it up that day as my husband and I work and were down to one vehicle. He told us it had to be picked up right now or he was renting it to someone else. My husband said we could be there in ***** minutes. I got there only for them to refuse to rent us the car even though we already had a reservation for it and insurance had paid. I was there with my 1 year old son and was asked to leave or they would call the police. Ive never been treated this way in my life. The manager and my husband had some words back and forth but nothing out of hand. We were extremely irritated. Didnt get the car and had to call insurance to rent elsewhere. The manager let us know his last day was Friday so he didnt really care anymore. The other gentleman that was giving us a hard time was named ***. The insurance company advised me to make this report and I hope it is handled seriously so no one else is treated with such disrespect and put in a situation they cannot have transportation due to their negligence.

  Business Response

  Date: 03/20/2025

  Thank you for the opportunity to respond. Management spoke with the customer,addressed their concerns, and provided their contact information for any further correspondence. 

• Initial Complaint

  Date:03/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/3/24, I picked up a vehicle from the ************************ location about 11:30am, I was asked what vehicle did I want and I mentioned it did not matter. The representative got the keys to a black ****** corolla, escorted me to the vehicle and told me how to exit the lot. There was no inspection done on the vehicle that is normally done to go over any prior dents or issues with the vehicle. There was no physical inspection done, but on my invoice it is listed that there were no damage to the vehicle. My first issue is that there should have been a physical inspection done and me signing off/and initialing the inspection sheet. No physical inspection was done. I returned the vehicle on 11/5/2024 and was asked for my insurance information because they see scratches on the vehicle. I took pictures of the vehicle and scratches that they were referencing. The vehicle was parked in a secured location during the time I utilized the vehicle so it was not possible for any damages to happen to the vehicle during the time I used the vehicle. There was no physical inspection done at the time I picked the vehicle so Enterprise nor I was able to go back to the inspection sheet in which I should have physically signed and initialed. I called customer service and was informed that the Manager will be reaching out as, well as within a few days, they will send video of the vehicle at the time I picked up the vehicle because all cars are on video exiting Enterprise from all angles and the video will show if there were prior scratches or damage to the vehicle. I received an email from the manager and was asked to send over the pictures I had taken at the time I returned the vehicle. I sent over the pictures and hadn't heard back from the manager. On 11/18/24, I sent a follow up email asking for the video and never heard back. 3/7/25, I received an email from the claims department. I forwarded the emails to show I am disputing any claims. I am still waiting on the video.

  Customer Answer

  Date: 03/11/2025

  The rental agreement number is *********. I have attached it. 

  Business Response

  Date: 03/14/2025

  Thank you for the opportunity to respond. A response is attached.

• Initial Complaint

  Date:03/10/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged for optional insurance coverage beyond the agreed upon date range. I signed the agreement to pay for optional insurance for the dates 2/10-2/14 for a total of $94.95. This appears on the contract and was verbally agreed to with the customer service intake *********** have been several amounts showing as pending Enterprise charges on my credit card and those pending charges dropped off today; I now see a charge for $360.81 which was not agreed to or authorized. I spoke with ******, the manager of this location on 3/5 when I saw that the pending credit of $360.81 had dropped and the charge had gone through. He advised that I needed to physically come in to request ending that coverage past the 14th as our vehicle's repairs were not yet complete at the body shop and we still had the rental vehicle. He argued that I should have requested an adjustment prior to today as our folio closed last week. However, I advised him that pending charges cannot be disputed and I called as soon as I saw the charge come through as payable. I told him that we were not advised that we would need to come in to their location to stop the optional insurance. I advised that this was never discussed and that was his responsibility as manager to train his staff, not mine as the customer to know this. The signed rental agreement attached below shows the supplemental insurance was agreed upon through 2/14 only for a total charge of $94.95. I have disputed the unauthorized charges of $265.86 with my credit card company and let ****** know I would be doing so. His response was that they would direct bill me for the $265.86 if I tried to dispute the charge, which I told him seemed to be a highly unethical business practice that he would not appreciate if done to him.

  Business Response

  Date: 03/14/2025

  Thank you for the opportunity to respond. Management reached out to the customer,addressed their concerns, and processed a refund to resolve the matter.

  Customer Answer

  Date: 03/14/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  thank you for assisting in this resolution. 
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:03/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 8, 2024, I rented a vehicle from Enterprise Rent-a-Car at the ********************************* in ******, **. I returned the car two days later on September 10 to the Enterprise location on ************************, **. Upon returning the vehicle, I handed the key to the representative who checked the vehicle inside and outside, noting the overall condition of the car and the fuel level. Once the representative was satisfied with the return, he said, Everything looks great. I then departed the premises. More than two months later, I received a letter from Enterprise stating that they have submitted our claim to your insurance and/or credit card company for damages that totaled $5,310.20. I was surprised at the letters contents because I had no issues with the vehicle and experienced no incident that would cause any damage to it, and because of the serious delay in contacting me. The claim form, however, has an entire page (21 lines) describing work to be done to the vehicle and the cost of labor. Moreover, the pictures shared by Enterprise provided no evidence of the damages described on the claim form. For example, seats & tracks, side panel, and Fuel door are either not shown or show no damage that would explain a cost.I contacted Enterprise to discuss this matter with a claims agent and was initially told that they would contact their office in *********. I was told that it could take up to 2 weeks to get more information. In the meantime, I have contacted my insurance company to discuss my options, as I did not cause the damage, but I am also seeking the assistance of the Better Business Bureau to help me resolve this matter.

  Business Response

  Date: 03/14/2025

  Thank you for the opportunity to respond. A response is attached.

• Initial Complaint

  Date:03/10/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car on February 15, for one day with the intent to return it on the 16th early in the morning as I was flying out the next day on an early morning flight. The location I rented from said they did not have a key drop and I had to pay $20 to drop the car off at another location in **********. I dropped the car off on the 16th, at 5:30 am and put the keys in the key drop. When I got the receipt for the rental it said I had dropped that car off on the 17th, effectively renting the car for 2 days. They did not give me my full deposit of $300 as they took some of the money for the 2nd day of rental. I have proof that I took a morning flight from ******* and was in ******, at work, on the day they say I dropped that car off. I have proof that I sent my location to an Uber driver who took me to the airport after I dropped off the car. I have called Enterprise customer service numerous times to try to resolve this issue to no avail. I need them to give me back my $84.36 that they charged me for the extra day. I dropped the car off at **********************************************************.

  Business Response

  Date: 03/19/2025

  Thank you for the opportunity to respond. Management spoke with the customer and processed a refund to resolve. 

  Customer Answer

  Date: 03/29/2025

  i am satisfied with the resolution. I got a phone call from Entrerprise. They apologized for the incident and refunde me the money for the day rental and the $20I had paid for the key drop.

• Initial Complaint

  Date:03/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  reaching out to formally escalate an ongoing refund issue regarding my rental from December 6-16, 2024, at your **************** location During my rental period, the vehicle I was provided was faulty and caused numerous issues. I reported this to an Enterprise employee and was assured that I would receive a full refund upon returning the vehicle. However, after reviewing my bank statements, I discovered that I only received a partial refund of $630.28, instead of the full amount initially promised Additionally, on February 26, 2025, I received a bill for a toll charge of $72.08, which prompted me to look deeper into this matter. I contacted customer service, and my case was escalated to a manager named JP from the **************** location. On February 28, 2025, JP contacted me and again confirmed that I was entitled to a full refund. He assured me that he would process it, but needed to wait for the finance department since my file had been closed. I agreed to his request to follow up on March 4, 2025. However, when he called me today, he stated that no one from finance had contacted him and that there was now "nothing he could do." He instead offered me $100 off my next rental, which I refused, as I had already been promised a full refundtwice. I find this situation unacceptable. I held up my end of the agreement by returning the faulty vehicle and trusting Enterprises commitment to resolving the issue. However, despite multiple assurances, I have yet to receive the refund I was promised. m formally requesting that Enterprise honor its commitment and issue the remaining balance of my refund immediately. If this matter is not resolved promptly, I will have no choice but to escalate it further Today is March ********************************** on the 5 ******* c with the promise of being contacted and still no one has yet to contact me

  Business Response

  Date: 03/17/2025

  Thank you for the opportunity to respond. Management spoke with the customer,addressed their concerns, and processed a partial refund to resolve.

• Initial Complaint

  Date:03/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented this vehicle on 2/20/25t waited 5 hrs told no vehicles Enterprise thas contract w/ Jeep Leesburg/Endurance auto warranty se My car was in the shop w/ plan to turack o pick up my vehicle when the work on it was done. I rentedreceived the vehicle at 6:00 p.m. ere about to close as lomited hours.When I pick up the vehicle it was full of cigarette smoke and they documented that then after the smoke wore off the next morning I noticed feces/hair from pets ***** dirty interior. Subsequently I became ill after a few days I communicated this with them they told me they would waive the drop off fee if I dropped it off in *************** I decided not to do that and continue back to ******** to retrieve my vehicle from service They had authorized my *********** card for $300 plus taking two days payment from me a total of $450 every day I would call to see if I could extend and to make a payment they told me I could only use the card that was on file and then I would have to take any other car to a Enterprise location unfortunately I was quite ill and I could not get to the locations in the time so I transferred all the money over to my PNC card which was on file they refuse to take payment , started calling me and harassing me every single day saying that the car was being reported stolen ihey refuse to extend or take any payment from me. Illustrated I was Ill from the condition of the vehicle also the key fob did not work and the tires were improperly inflated Enterprise location in ******** did not make any adjustment for me Risk Mgt harass & threaten me daily ******** letter 5 days to return vehicle I returned the vehicle on 3/7/25h when I picked up my vehicle left it at the ************* location Asking for adjustment by 3 days rental amm I had to clean the entire interior of the car l ended up delayed spending a day aUrgent Care for antibiotics for severe bacterial stomachinfection transferred all my fundsinto card on file yetcthey would not accept

  Business Response

  Date: 03/14/2025

  Thank you for the opportunity to respond. Due to the circumstances of the rental, we will be taking no further action.

  Customer Answer

  Date: 03/24/2025

  I have not resolved this dispute with the merchant at all they remain unpaid and they have not communicated with me at all since I dropped off my vehicle not even to invoice me. 

   I have no resolution because hey are not communicating with me at all, despite my repeated attempt to communicate with them post drop off of the car rental vehicle.

• Initial Complaint

  Date:03/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to retnt a luxury car or a large SUV since last Tuesday. The agent told me he may have one available on Friday....this did not happen due to ALL/MOST vehicles being sent to the airport for rental my incoming personnel last week and this week for the ****************** tournament last week and the basketball tournament this week. This is unacceptable......you are sending a message that people coming into town are more important to support than the people who are local. These are the peole that support your sevice year round vice specific events. I went to the airport to attempt to exchange for a large vehicle and was told that they had over 500 rentals and they did not have a car (large SUV) to spare. The manger (*****) looked u my rental in the system and told me "....you have a 750 BMW....the SUV you have is big enough". He doe snot know my family nor can he make the determination to what I need. I was treated thughout this process like a second rate citizen and it was reinterated today my the manager *****.....to the point he TOLD me to leave. I can not understand how this type of behavior or by ENTERPRISE as a whole can allow peronnel coming into town to take priority. Being treated like a second rate citizen is demeaning and to a degree bullying.

  Business Response

  Date: 03/25/2025

  Thank you for the opportunity to respond. Management spoke with the customer, addressed their concerns, and offered compensation to resolve.

  Customer Answer

  Date: 05/07/2025

  I filed a complaint back in the beginning of April concerning a rental experience. We were able to solve the issue and the representative told me I would be sent an email so my next rental would be free for a eight (8) day SUV large SUV rental. To date, I do not have the email and when I attemtped to discuss this with a representative a little over a week ago for a pending rental--there wasw nothing in my history for a free rental. I do not think it is too much to ask to honor our agreement. Thank you.

  Business Response

  Date: 05/13/2025

  Thank you for your patience, this complaint requires further investigation from our organization. Our management team will be in contact with the Customer directly as soon as we can provide more information.

• Initial Complaint

  Date:03/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a rental car due to an insurance claim, and hit a traffic cone requiring the car to be exchanged. I called enterprise to report this and the lady set up a new reservation. I got to the enterprise, and they immediately cancelled my reservation, and when I said I was here for a transfer they said it was cancelled and they didnt know, and they were sorry. So I had to call my insurance company for a new reservation, which I found out that they cant do it because I cant have two reservations on one claim. I spoke with the manager who then told me that they couldnt do anything about it even though they made a mistake, and so I was stuck at the airport with no way home but to pay for a service to drive me back. I called enterprise **************** )phone number again, and was asked if this was for an accident on the automated response, which then I was connected to a live agent. This person said they couldnt do anything and that they had a number I could call, but when I asked to be transferred they said no. So I took the number down they gave me which was ************. I was disconnected and then attempted to call this number. I called the number and was connected to a phone *** operating line, which I was greatly disturbed by. I went back to the mananger in the airport enterprise, and was told they cant do anything or give me a number to call, because in their words we dont use phone numbers. I was appalled. He walked away. I then proceeded to have to book an **** for $33 to be able to get after this 4 hour ordeal. My insurance adjuster is not back until Monday which I was told needs to make the new reservation, so I am stuck without a vehicle for at least one whole day because of their mistake and negligence. I am deeply offended by the way I was treated and the fact I was given the number for phone ***. I wanted to make a formal complaint here. This all occurred on the am of Sunday march 9th.

  Customer Answer

  Date: 03/10/2025

  Here is the agreement from enterprise with the number on it.

  Business Response

  Date: 03/11/2025

  Thank you for the opportunity to ****************** spoke with the customer, addressed their concerns, learned the customer no longer needed the rental, and confirmed the customer was not charged.